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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Change Management and ITIL practices, with a strong focus on governance, risk oversight, and process improvement. Proficient in leveraging ServiceNow for workflow design and metrics reporting to enhance service reliability and compliance.
Highest-signal resume keywords
Change Governance ExpertiseITIL Advanced KnowledgeServiceNow Change ManagementProcess Design LeadershipRisk Control Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Change ManagementWorkflow DesignITSM IntegrationMetrics ReportingControl TestingProcess ImprovementChange Risk AssessmentApproval ModelsSegregation-of-Duties ControlsAudit Support
Soft Skills
Executive CommunicationCross-Functional InfluenceFacilitation SkillsRequirements DefinitionStakeholder Adoption
Tools & Technologies
ServiceNowFlow DesignerPerformance AnalyticsBusiness RulesReporting
Certifications & Qualifications
ITIL 4ServiceNow Certified System AdministratorCIS-ITSM
Industry Keywords
Change Management CapabilityGovernance Risk OversightRelease CoordinationNetwork InfrastructureRegulatory StandardsContinuous ImprovementConfiguration Management OperationsITIL DisciplinesEnterprise GovernanceControl Testing
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Serve as a senior process and platform specialist for the enterprise Change Management capability
- Lead workflow governance, control design, metrics, platform enhancements, and continuous improvement
- Provide governance, risk oversight, and release coordination for enterprise network infrastructure
- Ensure network changes are assessed, coordinated, tested, and implemented with minimal impact
- Improve network change quality, service reliability, and Change and Release Management practices
- Facilitate complex or large IT change requests and review them with change requestors
- Audit change requests and ensure they meet regulatory standards
- Determine the appropriate rigor level based on technical complexity and potential impact
- Identify and resolve quality issues contributing to IT service delivery issues
- Partner with SMEs to improve, synchronize, automate, and integrate process controls with ITIL disciplines
- Apply, anticipate, mitigate, and resolve process controls and their interactions
- Assist with internal and external reviews of configuration management operations
- Serve as an escalation point for junior team members
- Escalate issues for proactive stakeholder communication and guide resolution
- Consult on IT change and release management tools, processes, and artifacts
- Influence how IT Change and Release roles interrelate with customers and ITIL disciplines
- Lead medium- to large-scale implementations
- Ensure business activity risks are identified, measured, monitored, and controlled according to policy
Requirements
What you’ll need- Bachelor's degree; OR 4 years of relevant education and/or experience
- 6 years of IT change management, ServiceNow platform governance, IT process management, release management, or technical project management experience
- Expert knowledge of Change Governance
- Advanced knowledge of ITIL and ServiceNow Change Management
- Demonstrated experience with workflow design, ITSM integration, reporting, metrics, audit support, risk controls, and enterprise process improvement
- Expert knowledge of enterprise Change Governance and advanced knowledge of ServiceNow Change Management capabilities
- Ability to translate policy, risk, compliance, audit, and process requirements into practical workflow controls
- Demonstrated experience leading process design, platform improvement, metrics, reporting, and stakeholder adoption
- Advanced facilitation, executive communication, requirements definition, and cross-functional influence skills
- Strong understanding of ITSM integrations, data quality, control testing, and continuous improvement
- ITIL 4, ServiceNow Certified System Administrator, CIS-ITSM, or comparable certification
- Experience with ServiceNow workflow configuration, Flow Designer, business rules, reporting, Performance Analytics, or integrations
- Experience designing change risk assessments, approval models, segregation-of-duties controls, or automated evidence
- Experience supporting regulatory examinations, internal audit, control testing, or enterprise governance forums
- Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans
Benefits
Comp & perks- Flexible work environment
- Relocation assistance is not available for this position
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Wellness programs
- Career path planning
- Continuing education assistance
- Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors